Digital Transformation in Healthcare with Oracle Service Cloud

Digital Transformation in Healthcare with Oracle Service Cloud

Customer Service/Support today is becoming increasingly demanding due to mobility, social media, and easy access to information. However, service tolerance is diminishing, and everyone wants instant gratification. Online reviews affect organizations by encouraging customers to look elsewhere or leads to long-term bad reputation.

Customers want to be updated throughout the engagement process and to be able to interact regularly across several channels. While many cloud-based systems are good at managing simple tickets, they struggle once service delivery processes start to become complicated and need to integrate with other systems/platforms. Additionally, these simple platforms become limiting once you need to capture complex data and have multiple employees involved in the service delivery process.

Oracle Service Cloud – The Leading Service Platform

Oracle Service Cloud provides a complete next generation cloud-based platform for managing all interactions with customers, supporting multiple channels, complex workflows, and online forms. The underlying system is fully configurable for taking businesses into the future. A full self-service portal is also provided out of the box to enable customer interaction 24×7.

Healthcare Industry – Transformation Unleashed

By 2026, the healthcare industry will grow at a 20% annual rate, surpassing $662 billion. In this industry, chronic diseases like cancer, diabetes, and COVID-19 are driving demand for a variety of IT-based services. Furthermore, the industry is using mobile and internet technology to improve disease detection, treatment, and patient engagement.

In addition, by 2025, the healthcare services business is predicted to grow at an annual pace of 11.83%, reaching $35.09 billion.. The factors driving growth are an increase in insurance demand, technological advancements, and the use of analytics in healthcare.

Healthcare Industry in 2021 – Continued Challenges

The impact of the new economy and technology on healthcare has changed patient care while also creating many obstacles. Healthcare is one of the most sensitive businesses that is closely tied to us in practically all possible ways, emotionally, physically, cognitively, and financially.

The following are the challenges of the healthcare industry in 2021:

Patient Specificity – Each patient is unique, and therefore the “one size fits all” approach makes them feel like just another number. They crave personalized service that helps them with a solution perfected for them and their issues.

Siloed Advanced Healthcare Technology – Though every software application used in hospitals is now getting powered by advance technology like AI and ML, they are still siloed and isolated.

Poor Visibility – A lack of quick access to consolidated, usable, real-time data from different data sources and fragmented systems makes it difficult to determine patient issues and cures, as well as healthcare demand and supply.

Information & Integrated Health Services – Often healthcare companies are just upgrading their software expecting every system to be automatically streamlined. That is never the case!

Humongous Data Collation & Analysis – Health-care data is fragmented and originates from a surprising number of sources and formats, making data extraction and integration a genuine challenge. Because of data divergence and duplication, the health-care journey is onerous and incomplete.

Most Importantly, even the most modern healthcare organizations lack adequate architecture for managing data from many sources.

SoftClouds, Healthcare, & Innovative Implementation

Our partner is a nationwide onsite flu clinic & vaccination provider and has served over 3,000 businesses and over 3 Million patients. Our partner is diligently working towards vaccinating populations to the level that creates a zero incidence of influenza in every workplace. This goal will be achieved and maintained by providing high-quality healthcare services, reasonable pricing, and convenience to their clients on a consistent basis.

SoftClouds is proud to partner with such an innovative company, with the same mantra of thinking outside the box. The partnership was seamless and created a wonderful end to end solution that provided the vaccination clinics with a world class futuristic solution that involved Oracle Service Cloud, multiple integrations including payments and insurance, and an innovative mobile solution.

Their Challenges before the Innovative Implementation by SoftClouds:

  • Manual Operation that caused more Confusion & Cost
  • Expensive Real-Time Customer Service Management
  • Inefficient Customer Appointments & Scheduling
  • Complex Issues in Payment/Insurance Processing
  • Manual Report Generations were Time Consuming
  • Old School Shipping & Returning Process

The SoftClouds Solution Architecture

The solution architects at SoftClouds digitally altered their operations process, increasing productivity and lowering expenses. We also developed a series of mobile applications for Admin, Nurses, and Backoffice that aided in the personalization of patient treatment.

Through the Mobile Application, the partner can now conveniently manage Inventory & Shipment, Employee Daily Activity, and Status Monitoring. The integration ensures that systems are not segregated and that the right data is adequately streamlined.

Quick access to centralized, consumable, real-time data made it very easy to determine what is needed, what is in stock, and the scope of future demand.

Insurance & Payment Processing was automated Ithat made life easy and integrated with QuickBooks for Accounting.

The SoftClouds Solution Advantages – The Results

The result of the digital transformation was incredibly successful:

  • 29% increase in operational efficiency
  • 60% increase in the revenue YoY growth
  • 300% increase in the number of people vaccinated
  • 66% reduction in the vaccination time
  • 80% reduction in call center costs
  • 90% reduction in the vaccination creation time

Oracle Service Cloud & SoftClouds – Some Good Use Cases

With a uniform and secure cloud solution, any service platform may offer customer-centered, value-based care. However, Oracle Service Cloud provides a comprehensive service solution to help service-based enterprises meet their complex objectives.

Use Case 1 : One of the world’s leading automakers was attempting to create a meaningful customer experience using technologies that had data scattered around the globe. Higher call center costs and agent frustration resulted from their manual and inefficient access to information. They also didn’t have any kind of customer engagement platform.

SoftClouds improved the customer service management process by implementing an automated and tailored solution for dealers to efficiently answer client concerns. This allowed customers to self-serve through the customer portal while also giving agents accurate and timely information for better assistance and performance. To respond to concerns and provide a better customer experience, an effective dealer portal was established, which significantly lowered the operational costs of agents.

Use Case 2 : An inadequate and outdated warranty management system plagued a global car OEM. Its marketing and consumer campaigns were managed manually, which took a long time and cost a lot of money. Due to the high call center volume and the lack of a customer portal for consumer engagement, operational costs skyrocketed.

SoftClouds provided an automated repair campaign management solution that helped them generate qualified leads. Oracle’s knowledge management solution was optimized and installed, resulting in lower call center traffic and costs. SoftClouds assisted them in automating the agent desktop experience for efficiency, using Oracle’s intelligent advisor and digital assistant platforms.

Use Case 3 : One of the machinery industry’s largest enterprises was having challenges due to poor product handling for many years of development. Everything was done manually, with a high manual incident procedure and costs. There was little communication across product lines, and there was essentially no automated business process.

SoftClouds implementation of Oracle’s digital trinity aided the customer in setting up an efficient product setup. It also configured linked line items with the product master and automated the incident management process to resolve customer complaints more quickly. The client experience was improved because to this upgraded digital customer service.

The Future of Healthcare – Our Thoughts

Hospitals will be the digital equivalent of brains and nervous systems in the coming decade. The fully digital hospital of the future will transform into a healing machine, sensitive to each patient’s unique demands while seamlessly complementing human caregivers and allowing them to focus entirely on the person. The patient will be surrounded by similar care after discharge, which will be provided digitally. Furthermore, digitization may result in significant cost savings.

By the start of 2030, smart technology and intelligently deployed machines will make hospitals very different places. The fundamentals of healing will still apply – but with more time and resources to deliver truly patient-centered care.

  • Wearable Technology will get immersive

    Wearable technologies will get immersive and will help provide futuristic solutions to healthcare problems. Here are a few of our thoughts.

    • Through machine learning, a tracker on your body will be able to detect cancerous cells. A biosensor in the same tracker can monitor changes in blood volume detecting a heart disease.
    • Bluetooth patches on children connected to parents’ phones will raise an alarm for any abnormality. ML will help in reducing relapses for addicts by studying patterns and predicting accurately.
  • Resolve Misdiagnosed & Rare Genetic Disorders

    Deep learning AI algorithms are already studying the knowledge models of diseases and support specific diagnostic tasks. Remote patient monitoring with sensors will help, where chatbots can detect facial phenotypes of genetic disorders based on images.

  • Diagnosis & treatment monitoring of patient specific anatomical Models

    Disease professionals will be able to communicate their knowledge in a collaborative manner, and robots will be able to participate in the domain of established knowledge and share their observations with the experts. Then humans and machines will actually collaborate and think as one.

Final Thoughts

Neither healthcare providers nor patients want to return to the previous state of affairs. As a result, healthcare ecosystems all around the world will alter dramatically during the next few years. Personalization, virtual health services, and digital analytics will continue to expand to meet rising needs. The patient’s health record will be available on cloud servers which can instantly be assessed by doctors, called “Digital Shadow” following the patient wherever he goes. Genome based medical prediction will start playing a major role in identifying the lifetime health risks that will make people become well-informed in advance. Further, new kinds of personalized IoT based devices & AI/ML based software interfaces will become available.

Cloud-based platforms will be capable of tracking the health of each individual online. The doctors and government/insurance companies will be able to track the quality of health and intervene at the right time, “the point of concern” of the citizen or when there is a deviation in the trend.

More adoption to Microservices architecture in the cloud will empower a healthcare platform to adapt rapidly to new market realities. Finally, if you are in the health care industry – or looking to do implementation on Oracle Service Cloud – SoftClouds is the way to go.

Be prepared for a digital health experience – be it whatever part of the ecosystem you play in the healthcare industry!

This post was written by Brian Friedman,, GVP of Global Strategic Sales at SoftClouds. Brian has a background in technology, business development, corporate management, and sales. He has been responsible for the creation and growth of numerous companies developing successful long-term relationships that have resulted in double-digit sales growth and continuing business expansion.

SoftClouds is a recognized leader in CRM/CX transformation with experience in numerous Service Cloud Implementations with pre-configured best practice business processes for multiple verticals/domains.